An apology note. Photo hivisasa.com“In assessing whether or not to apologise, organisational leaders must also focus on the extent to which they are willing — and able — to change the company’s behaviour.
‘‘If they cannot or do not want to do things differently in the future, the case for making an apology is weak, because it will sound hollow and unconvincing,” said Professors Maurice E. Schweitzer, Alison Wood Brooks and Adam D.
Galinsky in an article titled, The Organisational Apology in the Harvard Business Review.
“However without a show of remorse, customers are likely to think that a company is ignoring the violation.”
For Jambojet, it has committed to improve its service delivery and flight schedule integrity in a bid to repair the damage caused by its flight delays. “Based on customers’ feedback, we are adjusting our processes in order to improve our service delivery.
‘‘To this end, we already have introduced a brand new Bombardier Q400 next generation aircraft to further enhance flight schedule integrity, and look forward to even more additions to our fleet,” read the apology.